Customer Service Officer – Chat Support (Direct Banking Centre)

About the role

We are looking for a Customer Service Officer to join our Direct Banking Centre, handling chat interactions with retail banking customers. The role focuses on delivering high‑quality support, meeting defined KPIs and ensuring compliance with bank procedures.

Key responsibilities

• Achieve KPI targets including adherence, average handling time, quality score and post‑chat CSAT.
• Respond to customer chat inquiries within defined service levels, providing accurate information on retail banking products and procedures.
• Capture and relay customer feedback to drive product and service improvements.
• Maintain strict compliance with process flows, documentation policies and escalation protocols.
• Document all chat interactions according to bank guidelines and ensure proper record‑keeping.

Required profile

• University graduate, preferably with background in finance, banking or mathematics.
• 1–3 years of experience in customer support or chat‑based service roles.
• Strong customer focus, empathy and patience.
• Excellent written and verbal communication in English and Urdu/Hindi.
• Ability to multitask and manage time effectively in a fast‑paced environment.

Required skills

• Proficient computer literacy and fast typing ability.